ComplaintsforBorth-Wilson Plumbing & Remodeling

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a submerged sump pump from this Company in May 2021 and was told I was covered under a warranty for 12 months. There was recently very cold weather in the state of ********* and my hose the runs from the sump pump to the outside of my home froze. I did not know it was froze and the sump pump continued to run and make noises. I placed a service call and technician came out. The technicians solution was to just remove the hose because it was froze and just leave. I questioned him as to where the water would go since he removed my hose. (He was just going to get in his van and leave and seemed very irritated and in a hurry.) He then stated he would see if he had a pvc pipe in his truck. He attached a pipe that was very short that didnt extend to my grass. The next day our weather changed and we got a ton of rain. Now I have a huge puddle of standing water that seeped backwards because the pipe was not long enough which can now possibly seep into my home. I had to call the after hour phone number and leave 2 messages before a call back. The receptionist called and spoke over me and was very rude (apparently she didnt like the voice messages I left). She insisted that I go to a hardware store and purchase a larger hose, but that is what I paid this company for? And I thought that is what the warranty was for? I have had to use this company serval times through a home warranty program and paid my service charge each time and the remaining paid by warranty company. The receptionist mentioned how many times they had to come out and service me under the home warranty and I feel she is upset about those service calls even they were PAID. This is supposed to be a reputable company however I feel they failed to honor the 1 year warranty attached to my purchase of the submerged sump pump and consumers should not be faced with this especially during a pandemic. I would like a call from the owner of this company to have this matter resolved.

  

  Business response

  12/14/2021

  Hi Mya,

  Please see attached email that was sent following your conversation with **** on Saturday. As she said, the exterior piping is not something that our company handles. It is not included in the installation of a sump pump and therefor not under warranty. As a courtesy, we sent our plumber out on Wednesday to confirm that the exterior hose was frozen and disconnect it to stop the immediate issue. He also installed additional PVC piping to extend the discharge at no cost to you. If you would like to discuss further, please give me a call.

  Thank you,

  Don Wilson

  Customer response

  12/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩